Student Support Professional

JOB

HFC presents an opportunity for Student Support Professionals.The Student Support Professional (SSP) is an essential part of the Enrollment Services One Stop team that serves all prospective and current students and graduates of HFC, offering personalized help on various personalized help on a variety of topics in one convenient location.The Enrollment Services One Stop, housed in the Welcome Center, is an innovative enrollment services operation, one of the first one-stop service centers among community colleges. Our cross-trained staff offers a comprehensive one-stop enrollment service to students. The Student Support Professionals are cross-trained to represent multiple enrollment-related offices and can answer and problem-solve all enrollment-related topics. The environment incorporates self-service options, as well as teaching and learning opportunities for students.Student Support Professionals answer student questions while teaching students how to use self-service tools and assisting students with all enrollment services needs in one place, allowing students to avoid visiting multiple offices. For more complex issues, staff has direct access to other staff members with specialized expertise who can help. Student Support Professionals are cross-trained experts in the following areas at a minimum: AdmissionsCourse PlacementStudent RecordsBillingFinancial AidRegistrationThe Student Support Professional is responsible for providing the front-line enrollment service either face-to-face, on the phone, or electronically via chat or other electronic means such as Zoom or Microsoft Teams. It is expected that the Student Support Professional can answer 90% of the enrollment services questions presented to them. The remaining 10% are expected to be handled by the Enrollment Services support team members. It is expected that the Student Support Professional answers questions, interact with students and colleagues, inputs data, and handles all documents and information with professionalism and accuracy.Individuals in this role will communicate all necessary information and assist and counsel students with enrollment transactions, including but not limited to admissions, orientation, assessment, registration, records, financial aid, and student account-related matters. This individual will be a key individual that faculty, staff, and students will seek guidance on enrollment service matters. Student Support Professionals are expected to provide on-the-spot services in real-time and follow up as needed to bring closure to any unresolved student matters.This position requires substantial face-to-face student service and dynamic interactions with students and colleagues. To do so effectively, the Student Support Professional will be moving or standing for a major portion of the workday. Because this is a high visibility student-facing position involving multi-faceted cross-training, it requires a high level of competence, accuracy, and exceptional customer service, and the Student Support Professional will be continually assessed with respect to their performance, contributions to the team environment, accuracy, and professionalism.This position is directly related to the developmental position of Student Support Associate, providing an established pathway for advancement to Student Support Professional. Most selected applicants will begin in the Student Support Associate position for the duration of their training period, not to exceed their contractual probation period (up to 180 days for new hires). Upon successful completion of training, Student Support Associates will be advanced without further application to the Student Support Professional position.Schedule: Tuesday, Wednesday and Friday: 8:00 am - 4:30 pm and Monday and Thursday 10:00 am - 6:30 pm. Schedule changes will be determined and finalized with the supervisor at the time of hire and may change based on departmental needs and the College's operations.

EXAMPLE OF DUTIES

Candidates must demonstrate proficiency in: An associate degree from a regionally accredited institution or a combination of college-level education plus experience may be considered.At least two years of related work experience in a post-secondary enrollment services or student affairs office is required.Experience interpreting and explaining school/office policies and procedures.Experience working with an integrated administrative computer software system.Minimum of two years of customer service experience.Live writing sample may be required.The most successful candidate will have a career that reflects the following competencies: Oral Communication – Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.Strong communications skills (active listening, speaking, and writing)Written Communication- Writes in a clear, concise, organized, and convincing manner for the intended audience.Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.Dependability and Reliability - Behaves consistently and predictably; is reliable, responsible and dependable in fulfilling obligations; diligently follows through on commitments and consistently meets deadlines. Demonstrates regular and punctual attendance; rarely is late for meetings or appointments.Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions.Technology Awareness - Knowledge of developments and new applications of information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements.Strong computer/technology skills with proficiency in current word-processing software.Ellucian Colleague experience is a plus.Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.An engaging personality in meeting the public both in-person and by telephone and over Zoom/video.An elevated level of interpersonal skills including conflict resolution.Customer Experience - Anticipates and meets the needs of both internal and external customers including students, staff, and the community. Delivers high-quality services; is committed to continuous improvement.A student-centered philosophy to his or her daily work.An ability and desire to provide high-quality customer service to community college students in an effective and responsible manner.Ability to perform in a fast-paced, high-value customer environment.Community college experience is a plus. Flexibility- Is open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity.An ability to manage multiple tasks, meet deadlines and be both flexible and adaptable in a rapidly changing environment.Instructing – Provides instruction on how to accomplish an assignment; explains correct and incorrect ways to accomplish tasks; provides timely and effective feedback about whether task is being performed correctly.Monitoring – Monitors accomplishment of delegated tasks, provides constructive, timely feedback; provides support and assistance for goal accomplishment, and makes mistakes a learning experience.Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.Problem Solving - Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.

SUPPLEMENTAL INFORMATION

While we have attempted to capture the core functional responsibilities in the role, the statements contained in this job announcement reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Therefore, performing additional job-related duties not listed above may be required as assigned. For applicants viewing this ad from an external site, please go to to apply.